UTS College provides a pathway for students into the University of Technology, Sydney (UTS), one of Australia's leading universities, and it is our vision to actualise potential and enhance lives through the power of learning, our actions and our people. Our purpose is to provide the best available opportunity for students to develop the knowledge, skills & attributes they need to attain their goals through market-leading courses, teaching excellence and an emphasis on the student experience.
We currently have the opportunity for a Service Delivery Specialist to join the team (on a 12-month contract).
About the Role
You will be responsible for operating IT Service Management (ITSM) practices at a mature level, whilst establishing and maintaining a service performance framework including tracking service delivery through practical metrics, standardised reporting, and operational dashboards.
You will enable delivery teams and ITDS management to actively monitor service health, identify risks, and take timely corrective action, through designing and maintaining service metrics, standard operational reports and dashboards that provide a clear visibility of performance, issues and trends.
In this position you will:
- Track service performance through meaningful dashboards, operational reporting and governance, providing visibility for ITDS Management and the College
- Manage the review and implementation of ITSM practices across the College including ensuring the documentation is fit for purpose Introduce and manage an end-to-end Demand Management practice, including a practice framework, criteria and documentation.
- Have a strong understanding of ITSM and ITIL practices including setup, embed and monitor/ report / improve ITSM practices across the College.
- Lead IT Service Continuity (ITSCM) and the Disaster Recovery framework for all IT systems and infrastructure and provide support to stakeholders throughout processes
- Support the Business Continuity (BCM) processes by ensuring that all new infrastructure and applications follow the agreed design, build and test processes to support the agreed processes and coordinate any ITSCM Tests for ITDS.
About You
To succeed in this role you must have:
- 7-10+ years' experience in a service delivery role on the customer side within higher education or enterprise IT environment
- Demonstrated experience in designing, documenting, and implementing ITIL 4 aligned practices
- Strong stakeholder engagement skills across technical and non-technical teams.
- Proven background working with ServiceNow (reporting, dashboards, workflow usage - not development)
- Strong written and verbal communication skills, with experience in documenting IT processes, policies, and procedures.
- ITIL v4 certification (Specialist or Managing Professional preferred)
What UTS College has to Offer
- A flexible work environment, including working from home and from our convenient inner-city campus within walking distance to Central Station.
- Continuous learning and professional development (including ongoing learning & development opportunities, free LinkedIn Learning access and the UTS Library)
- An easy-to-use Staff Recognition Program
If this sounds like you, we’d like to hear from you!
For more information about UTS College visit utscollege.edu.au
Please note that we are unable to provide visa sponsorship, and candidates are required to have full working rights for this position.
